Editorial Board Guest Author
President, Stark Service Solutions, LLCStark Service Solutions, LLC was founded in 2001, by Naomi Stark, current Chair of the AH&LA Technology & E-Business Committee, an expert in guest satisfaction and loyalty and employee development. Stark Service Solutions, LLC is known for developing smart training and software platforms such as the Touch System. The Touch System is the only software tool of its kind, bridging HR, Training and Operations to sustain a culture of highly personalized guest experiences. This program brings a unique approach to customer satisfaction management, which consistently assists clients in all sectors of the industry. Ms. Stark began her hospitality career in 1996, at the Orchid at Mauna Lani in Food & Beverage, following several years in retail management. Ms. Stark quickly progressed with Starwood Hotel and Resorts and was promoted to Area Director of Guest Satisfaction Management in 1999. Her responsibilities included the guest and associate satisfaction ratings of each property in the region. Through analysis and careful examination of the commonalities causing guest and associate dissatisfaction, Ms. Stark developed the unique training program Formula 10™. Formula 10™ focuses on communication, accountability, and recognition practices across all departments. Through Formula 10™ and a system of checks and balances for every position in the hotel, every property in Ms. Stark's region achieved immediate sharp increases in customer satisfaction and loyalty ratings. Her properties repeatedly achieved “Best In Class” rankings and were recognized for consistently having very low “problems experienced by guests” ratings with the highest ranked “problem resolution” ratings. Clients from all major brands include W Hotels, Hilton Hotels, Wyndham Hotels, Best Western International, Marriott, Lexington and numerous independents. These have implemented Stark's specialized methodologies, experiencing enormous successes including increased diamond ratings and raising guest satisfaction ratings to as high as the nines from even the low sevens. For the second straight year Stark Service Solutions, LLC has been honored with the prestigious MD Preferred Services Award for “Outstanding Hospitality Training & Technology”. Hotels who use Stark systems - including the Housekeeping PM Touch System™ Module, which exclusively features an expert Bed Bug Inspection - receive special recognition by the medical community, for their “Commitment to Cleanliness and Service”. Ms. Stark is very involved in industry organizations and speaks regularly at events such as the 2011 HITEC convention on the subject of, “Technologies to Improve Hotel Operations”. Please visit http://www.starkservicesolutions.com for more information.
Ms. Stark can be contacted at 480.614.1009 or firstname.lastname@example.org